We performed a comparison between BeyondTrust Remote Support and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about TeamViewer, Microsoft, Citrix and others in Remote Access."Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient."
"Screen sharing, in general, is pretty important for a service desk. Another thing that I have found to be very helpful is that you can also do screen sharing on a cell phone. When people have an issue with their cell phone, it is ordinarily very difficult to troubleshoot the issue. With BeyondTrust Remote Support, you can share the cell phone screen, and somebody can take a look at it remotely. I am not sure if other competing solutions offer this feature. It is pretty user-friendly. It is also good performance-wise."
"Solution has a good UI."
"I personally like the ability to share files with other machines."
"The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"One of the largest values that we get from Bomgar Remote Support tool is the ability to assist our drivers with their mobile devices. We were unable to do this previously."
"The jump to feature function is the most valuable to us as it allows us to directly remote control customers."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is quite scalable."
"The most valuable feature is the reporting of incidents."
"The most requested feature from our customers is the helpdesk ticketing system."
"It is one of the most stable solutions in the market."
"This solution is easy to use."
"Lacks remote support and privileged remote access in the one product."
"It is pricey. It would be nice if it weren't so expensive because then you could afford more licenses and have more people involved, but I get it. They do have something that's unique compared to some of their competitors out on the market. It is a very robust and safe tool. If the price could come down, that'd be great."
"There were a few employee devices that failed during the initial deployment, which required a second deployment."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"I would have picked an internal team member who was going to stay on the team for more time. Shortly after we went live, we had a change of staff and lost the main implementer."
"Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit."
"It could be more compatible with other applications. We had trouble with compatibility when it came to Entrust. This is because we had issues with Windows machines when we installed Entrust."
"Non-Windows support capabilities need improvement. They need to expand into Macs, iOS, and Android. It's there now, however, there's room for growth and that's probably the best area to expand."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"Resources for understanding compliance and relative compliance need to be made available."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"The price of this solution is high and it needs to be cheaper."
BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. BeyondTrust Remote Support is rated 9.0, while SCSM is rated 7.0. The top reviewer of BeyondTrust Remote Support writes "A robust, secure, and complete solution for quickly providing support and monitoring what's going on". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Privileged Remote Access, F5 BIG-IP Access Policy Manager (APM) and LogMeIn Pro, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management and BMC Helix ITSM.
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